Restricted Items Policy

If an item is illegal, unsafe, stolen, dangerous, improperly packaged, restricted by law, restricted by Bistantly, or likely to harm people, property, riders, recipients, or the platform, it must not be sent through Bistantly.

If you are unsure whether an item is allowed, contact Bistantly support before creating or accepting the delivery. When in doubt, do not send it.

The following items are not allowed on Bistantly. This list may be updated as the platform grows and as laws or operational policies change.

• Illegal drugs, narcotics, controlled substances, or drug-related materials.
• Weapons, firearms, ammunition, knives intended as weapons, explosives, fireworks, or harmful devices.
• Hazardous chemicals, toxic substances, corrosive substances, radioactive materials, flammable liquids, fuel, gas cylinders, or dangerous industrial materials.
• Stolen goods, counterfeit goods, pirated goods, or items obtained through fraud.
• Cash, large cash-equivalent items, blank cheques, negotiable instruments, or high-risk financial instruments.
• Live animals, animal parts, wildlife products, or items restricted by environmental or wildlife laws.
• Human remains, body parts, biological samples, blood, or medical specimens unless specifically approved through a compliant professional service.
• Highly perishable food or temperature-sensitive items without proper packaging and time-safe delivery arrangements.
• Alcohol, tobacco, vaping products, or age-restricted products unless specifically permitted by law and Bistantly policy.
• Prescription medicine, controlled medicine, or regulated medical items unless specifically permitted by law and Bistantly policy.
• Pornographic, exploitative, abusive, or illegal sexual content or materials.
• Items that require special government permits or regulated transport that Bistantly has not approved.
• Any item prohibited by applicable law, city rules, transport rules, merchant terms, rider terms, or Bistantly policy.

Some items may not be fully prohibited, but may require careful packaging, clear instructions, and proper disclosure. Bistantly may refuse or review such deliveries if they create operational risk.

• Fragile electronics, screens, glassware, ceramics, and delicate items.
• Food that can spill, leak, melt, spoil, or create hygiene issues.
• Documents that contain sensitive personal, legal, financial, or medical information.
• Items with sharp edges, liquids, powders, or strong odors.
• Items that are unusually heavy, bulky, or hard to carry safely.
• Items that require recipient identification, signature, or special handling.

Merchants are responsible for packaging items properly before pickup. Riders are not required to accept unsafe, leaking, exposed, poorly packed, or suspicious packages.

Packages should be sealed, protected from damage, clearly identified where necessary, and suitable for the selected vehicle type. Food should be packed to prevent spills. Fragile items should be protected and clearly marked.

A rider may refuse to pick up or continue a delivery if the package appears unsafe, illegal, suspicious, too heavy, leaking, improperly packed, or different from the description provided in the app.

A rider should report concerns to Bistantly support rather than arguing with the merchant or recipient. Bistantly may review the delivery and take appropriate action.

Merchants must provide truthful package descriptions and must not hide prohibited items inside normal packages. If a merchant sends a prohibited or unsafe item, the merchant may be responsible for cancellation fees, support investigation, account restriction, legal reporting, damages, and other consequences allowed by applicable law and Bistantly policy.

Recipients should not pressure riders to accept, hand over, or deliver items outside the normal delivery flow. Recipients may be required to provide OTP, confirmation, or proof of receipt. If the delivery involves an item that appears prohibited or unsafe, Bistantly may refuse completion or escalate the issue.

Bistantly may cancel the delivery, pause the account, contact the merchant, contact the rider, notify support teams, request more information, preserve delivery records, restrict future access, or report serious matters to appropriate authorities where required or appropriate.

Bistantly may also withhold or reverse fees where allowed by policy, especially where the restricted item caused cancellation, safety risk, dispute, or operational loss.

Before requesting a delivery, merchants may be asked to confirm that the package does not contain illegal, dangerous, or prohibited items. This confirmation is important and should not be treated as a formality.

If you are not sure whether an item is allowed, contact support before creating the delivery.